Humanity Labs is building the digital workforce - AI-powered teams that work alongside humans to handle complex, time-consuming work. We're not building another AI tool; we're delivering managed digital colleagues that integrate into existing workflows and deliver measurable business outcomes. We're well-funded, growing fast, and already transforming operations for large paying customers in regulated industries like wealth management.

The Role

We're looking for a Head of Operations to help us scale our managed services from our current client base to 40+ RIA customers. You'll be responsible for building and refining the operational infrastructure that powers our service delivery, ensuring we can consistently deliver exceptional results as we grow. This role sits at the intersection of service delivery, process optimization, and team enablement—you'll be the operational backbone that allows our digital workforce solutions to scale.

What You'll Do

Service Delivery Operations

Design and implement scalable service delivery frameworks across multiple RIA clients
Build and manage queue-based case management systems for digital workforce agents
Establish service delivery tiers and SLA frameworks that support different customer segments
Own the hypercare support model for new client implementations
Develop operational playbooks for Service Delivery and the scalability of the Digital Workforce
Oversee the Support Operations for the Digital Workforce

Process & Quality Management

Standardize operational processes across the Humanity Labs suite of solutions
Implement quality assurance frameworks for automated workflows
Build monitoring and reporting systems to track service delivery metrics
Identify process improvement opportunities and drive continuous optimization
Ensure compliance with regulatory requirements (OFAC screening, audit trails, etc.)

Team & Resource Management

Build organizational structures to support 40+ customer operations
Establish roles, responsibilities, and capacity models for Solutions Analysts and Support Engineers working closely with Service Delivery Management and Engineering
Create training programs and knowledge management systems for the operations team
Manage resource allocation across client engagements and internal projects
Foster a culture of operational excellence and customer obsession

Strategic Initiatives

Partner with Sales and Customer Success on service delivery aspects of new client onboarding
Support M&A due diligence automation initiatives for PE-backed RIAs
Collaborate on platform integrations (Salesforce, DocuSign, Tamarack, etc.)
Contribute to the development of new service offerings and automation capabilities
Drive operational readiness for scaling initiatives

Requirements

Required Experience

7+ years in operations management, ideally in financial services, SaaS, or professional services
Proven track record building scalable operational frameworks from the ground up
Experience managing service delivery and support teams and complex client relationships
Strong understanding of process optimization, workflow automation, and quality management
Background working with wealth management, RIAs, or financial advisory firms is a major plus

Technical Skills

Deep familiarity with CRM systems (Salesforce preferred), case management tools, and workflow automation platforms
Comfortable with data analysis and operational reporting
Experience with custodian platforms, financial operations, or investment operations is valuable
Ability to learn new systems quickly and translate technical concepts for non-technical audiences

Core Competencies

Systems thinker: You see how pieces fit together and build frameworks that scale
Operational rigor: You sweat the details and build processes that ensure consistency
Problem solver: You thrive in ambiguity and figure out solutions when the path isn't clear
Builder mentality: You're excited to create something from scratch and iterate quickly
Customer-focused: You understand that operations exists to deliver exceptional client outcomes
Collaborative leader: You work effectively across teams and can influence without authority

Benefits

Competitive salary commensurate with experience, comprehensive benefits package including health, dental, and retirement plans. Opportunities for professional development and training in cutting-edge AI technologies. Collaborative work environment with exposure to innovative projects and emerging technologies. Flexible work arrangements and commitment to work-life balance.

This role represents an exciting opportunity to be at the forefront of AI adoption in business operations while directly impacting customer success and organizational efficiency. The ideal candidate will combine analytical rigor with creative problem-solving to drive meaningful business outcomes through intelligent automation and data-driven insights.

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Head of Operations

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